Chapter 13. Designing&Managing Services.Macapinlac
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Editor's Notes
- Service Industries are everywhere. Government, private.. A service is any act or performance one party can offer to another that is essentially intangible and does not result in the ownership of anything.
- Using internet to provide services to their customers.
- Four distinct characteristics of SERVICES: Intangibility; Transformation of intangible services into concrete benefits and a well-defined experience. Inseparability; Variability; Perishability
- Four distinct characteristics of SERVICES: Intangibility; Inseparability; Services are typically produced and consumed simultaneously. Variability; Perishability
- Four distinct characteristics of SERVICES: Intangibility; Inseparability; Variability; The quality of services; Wells Fargo invest in good hiring and training procedures; PS- training; ASMPH- provides training to future doctors, good bedside manners Perishability
- Four distinct characteristics of SERVICES: Intangibility; Inseparability; Variability; Perishability; Services cannot be stored, thus perishability is a problem when demand fluctuates.. Right services at the right customers at the right time, right prices to maximize profitability. Doctor’s service value/availability
- TMC accreditation by the Joint Commission International Accreditation (JCIA)
- One solution to causes of failures for customer service
- ABS-CBN News and Current Affairs, Globe Telecom
- Has a role in service-quality perceptions Ritz-Carlton Hotels
- Rackspace Honda Cars Makati